Soitron automates processes worldwide for US-based Clarios

Soitron automates processes worldwide for US-based Clarios

Retail and services

Clarios – the company behind well-known brands like Varta, Optima, and Heliar – is a top battery manufacturer in the automotive industry. Today, one in three new vehicles is fitted with a Clarios battery. The company was created through the divestment and renaming of the Johnson Controls Power Solutions division, and it now employs 16,000 people in over 140 countries worldwide, including Slovakia, where it has a large financial shared service centre. Business service centres hold great potential for process automation through software robots (RPA), which Clarios and Soitron are now introducing at several worksites globally.

Case study was published 17.02.2023

REQUIREMENTS

Find a reliable experienced business process automation partner who can automate processes using RPA at various sites around the world
Automate and streamline shared service centre processes
Address staff substitutability issues
Reduce error-related costs

Solution

Conduct an audit to select processes suitable for robotic process automation based on the integrator’s expertise
Develop, deploy, and operate software robots as a service
Automate and optimize selected processes in countries worldwide

Results and benefits

Significant time savings equivalent to several man-days per day

Elimination of process delays and downtime

Improved staff substitutability

Relief for staff from repetitive manual tasks with low added value

Increased process efficiency leading to improved financial parameters, such as cash flow

Software robots in the NAY retail chain help manage seasonal customer surges

Automation

Retail and services

In recent years, due to the growing share of online sales, the NAY chain of electronics retail stores has experienced the biggest seasonal manpower challenges in their back office and call centre. With management pondering how to address this chronic problem more innovatively, the topic of automation inevitably came to the table. One key idea was to try to automate monotonous, labour-intensive, and time-consuming processes and activities that put the greatest strain on inhouse staff during seasonal fluctuations.

Case study was published 07.02.2022

Requirements

Streamline administrative processes and eliminate bottlenecks
Improve customer satisfaction and loyalty
Eliminate errors inherent in any manual operations
Reduce business risks
Increase employee job satisfaction

Solution

Perform an audit and select suitable processes for RPA in tandem with an integrator who provides know-know and best practices from other retail companies
Deployment of the UiPath software platform
Automation and optimisation of selected processes

Results and benefits

Ensuring seamless processing during surges in online sales without the need to hire temporary staff

Eliminating bottlenecks that could otherwise lead to unnecessary delays, such as when refunding customers, handling complaints, and checking the availability of goods

Improving customer service by speeding up processes

Freeing employees from repetitive monotonous tasks, thus increasing their job satisfaction

Reducing the costs of part-time labour hired to help with seasonal sales fluctuations

NAY hired a software robot

Automation

Retail and services

NAY was able to implement software robots so quickly thanks to agile approach of its employees and the new customer demand for online shopping.

Case study was published 06.04.2021

REQUIREMENTS

Increase customer and employee job satisfaction
Eliminate the error rate
Streamline administrative processes

SOLUTION

Robotic Process Automation (RPA) of selected processes
Training of the customer’s key user acting as an internal consultant

RESULTS AND BENEFITS

Freeing employees from repetitive monotonous tasks, thus increasing their job satisfaction

Ensuring smooth processing in the event of sudden increases in online sales

Improving customer service by speeding up processes

Cancellation requests no longer have to be taken care of by customer centre staff

Automation

Retail and services

E-shop contact centres are usually very busy departments. When analysing their activities, companies often find that many customer requests are repetitive, time consuming, and expensive. This was also the case with one of our customers, who operates one of the largest e-shops in the Czech and Slovak markets. The company wanted to relieve its contact centre staff of repetitive tasks while also reducing contact centre costs.

Case study was published 10.03.2021

REQUIREMENTS

Automate the processing of full and partial cancellation requests from customers, and thus reduce costs
Accelerate refunds to customers as part of cancellation request handling,
and thus increase customer satisfaction
Simplify the reception and handling of cancellation requests
Shorten cancellation request handling time, especially in the high season
Reduce human error
Test the automation before it can be used for other contact centre services

SOLUTION

Record and describe the customer ticket reception and handling process
Conduct an audit and produce a process map
Map customers’ infrastructure
Design a Robotic Process Automation (RPA) solution
Complete the solution design, testing, pilot operation, optimization, and roll-out

OUTCOMES

Cost saving (tens of thousands of euros) due to preventing the unnecessary transport of cancelled goods.

Fewer errors in handling customer requests.

More satisfied customers due to much faster refunds and request handling, even in the high season.

Employees not being forced to do robotic work, allowing them to engage in more meaningful activities.

Customer requests being handled by two different robots servicing different communication channels.

IN SOITRON, WE “EMPLOYED” A ROBOT THAT CAN HANDLE A HALF-HOUR PROCESS IN 30 SECONDS, ON ITS OWN

Automation

Other

To do their job, new employees needed various access rights, which often was not prepared for them on their first day at work. They dealt with it on ad-hoc bases across multiple departments, which was often time consuming for them, but also for other colleagues. That is why we decided to have a closer look on the onboarding process.

Case study was published 10.03.2019

Requirements

Speed up, facilitate and refine the onboarding process (new employee integration) associated with lots of administrative work.
Relieve this administrative burden from as many people as possible.
Minimize process error rate (incorrectly entered data, etc.).

Solution

Automate the onboarding process through RPA (Robotic Process Automation).
Map all actions that people have to do as part of onboarding a newly hired employee.
Optimize weaknesses in internal processes.
Define automation rules, program the software, test and deploy it to productive operation.

Outcome

The onboarding process was shortened from half an hour to 23 seconds.

Routine agenda formerly done by 5 people can now be handled by a single robot. Those people have now time for more important tasks.

We have streamlined our internal processes, cleaned databases and eliminated errors.

SAZKABOT FROM SOITRON HANDLES ALMOST ONE FIFTH OF SAZKA’S ALL INCOMING CHATS

Automation

Other

The contact centre of the Czech lottery company Sazka is contacted by about 700 existing and prospective customers a day. A great many of them ask relatively simple questions. For example, they ask about registration or inquire about ongoing promotions, products and services. So, when Soitron was building a new contact centre for Sazka, logically it proposed to implement a chatbot that could automatically and autonomously handle requests of at least part of the website visitors.

Case study was published 18.02.2019

Assignment

Unburden contact centre agents from handling simple and frequently recurring questions.
Streamline contact centre activities and free up capacity to handle more complex customer issues.
Strengthen the proactive communication of the lottery company.

Solution

Analyse Sazka’s historical communication and extraction of key topics.
Design chatbot response and communication logic.
Implement SOITRON*bot to automate the communication.
Integrate it with Avaya Contact Center and PoolParty semantic software.
Technical support, consultations and training to help Sazka create their own new conversation scenarios and expand chatbot’s abilities.

Results

Automated handling of simple and often recurring questions at the key and ever-growing communication channel – chat on Sazka’s website.

Option to extend the SOITRON*bot solution to email communication, web forms, online environments and social networks.

More effective use of human resources, including the development of online business activities, in which Sazka’s bot can play an important role.

Return on investment within one year.

Case study Solutions category: Automation